Covid-19/Coronavirus Update – 14 January 2022

14th January 2022

To help prevent spread of the virus, our office remains closed and most staff are working from home.  You can still contact us 24/7 via MyAccount or email or on 01768 861400 (only emergency services are available outside standard office hours).

For a few weeks we have had higher than usual cases of Covid amongst our staff and this is impacting on our service delivery.  Our contractors are also being hit by high numbers of cases or isolation requirements, as well as difficulties getting building materials and parts.  In these difficult times, our staff and contractors are working hard to try and keep things running as well as possible.

We know people are fed up with ongoing difficulties, and life not yet returning to normal, but please continue to treat our staff and contractors with respect – we will not tolerate abuse.

If a member of staff or a contractor has to come to your home, please wear a face covering if you are able to and open the window – this helps keep all of us safe.

If you are ill or self-isolating we will only come into your home to fix risk to life emergencies.


We are booking repairs as normal, but please note that services are currently affected by Covid staff shortages as well as problems getting building materials and parts.

We are prioritising emergency and urgent repairs.

If engineers are ill or self-isolating, we have to change appointments. 

We apologise for any inconvenience and thank you for your patience.

If you do have contractors visiting your home please:

  • Open the windows before they arrive
  • Clean the area they will be working
  • Wear a mask/face covering
  • Stay at least 2 metres/6 feet away – in a different room if possible

Repairs should be reported by calling 01768 861434 or 0800 3581401.  (Report emergencies 24/7 using these numbers).

Safety Checks – gas/electric/oil/chimney sweeping/stair-lifts     

It’s very important that you let our contractors in for safety works.  All our engineers are working as safely as possible.

Rent charges/arrears

We check rent accounts weekly and will contact you about rent that is owed.  We will try to help you make sure that arrears do not build up to an unmanageable level.

If you are worried about paying your rent please contact us ASAP.

Our Benefits and Debt Advice Service

Please call or email if you need help with debt or benefits and we will arrange a call back from our independent support service run by Cumbria Law Centre.

Lettings/Cumbria Choice

We are still advertising and letting homes, though the process is taking longer than usual.  We are prioritising those in most urgent need.

If you have a query about a shortlist, please email if you can rather than ringing. 

Homelessness and Housing Advice Service

Please call 01768 861499 if you need help.

Neighbour Complaints

Although many restrictions have been lifted, the government are still advising us all to continue being careful and to try to limit contact with people we don’t already live with.  Please remember that it’s still important not to cause nuisance to your neighbours.

Our Assisted Living and Extra-Care Schemes

We are asking all residents and visitors to wear face coverings when in communal areas.

Although our office is closed…

Staff are still working.  Please use MyAccount or email them direct or email [email protected]  or call 01768 861400 if you need to talk with someone and your message will be passed on.

MyAccount is a self-service portal which allows you to check your balance, pay your rent, report repairs etc online at a time convenient to you.  If you haven’t got your MyAccount set up yet – follow this link or give us a call and we’ll help.

Our staff will do what they reasonably can to help and support you.  This is still a worrying and difficult time for many and we appreciate your patience and understanding.  Please continue to treat our staff with respect – we will not tolerate abuse.

Contact Us:Housing: 01768 861 400 Repairs: 0800 3581 401 or 01768 861434
All calls are recorded for training and resolution purposes

Opening Times


Mon – Fri 9am – 5pm
Wed 9.30am – 5pm
Closed Bank Holidays

Contact Us

    Connect With Us

    Eden Housing Association
    Blain House, Bridge Lane, Penrith, Cumbria, CA11 8QU
    Telephone: 01768 861 400 Email:
    All calls are recorded for training and resolution purposes

    building homes and communities...